PATIENT CHARTER (RIGHTS AND RESPONSIBILITIES)
Commitments from the Practice
Rights & Responsibilities of Patients
TRAINING AND RESEARCH
This Practice is involved in the education and training of Medical Students and Practice Nurses.
From time to time such students or trainees will sit in with one of the Doctors or Nurses in order to further their educational studies. There may be occasions when the Doctor or Nurse will seek your permission for the student to participate in your consultation, either by taking a history of your symptoms or by carrying out a physical examination.
If you would prefer that a student or trainee did not take part in your consultation , please tell the Receptionist or the Doctor. You will not cause offence as we understand that some matters are sensitive and we would not wish to cause you embarrassment.
USE OF PERSONAL INFORMATION
This Practice uses a computerised database to store personal details such as names, addresses, telephone numbers as well as details of medical conditions and medications prescribed.
This information is used solely by the Doctors, Nurses and staff attached to this Practice for the benefit of its patients although, on some occasions we may pass on this information to specialist hospital services. As a patient you have the right to view information held about you, as set down in the Data Protection Act 1988. There may be a fee for this service and details can be obtained from the Practice Manager.
From time to time Doctors and Nurses also participate in research projects set up by the Medical Research Council. Your consent will always be sought for use of any data held by the Practice. If you do not wish to participate in a study , it is your right to refuse.
Compliments, COMPLAINTS AND SUGGESTIONS
COMPLIMENTS
We appreciate when our patients let us know when we are doing well and how we have helped them. If you would like to let us know that we have done something well or wish to compliment our staff, please feel free to let them know personally. We are always happy to know what services our patients find useful or attributes that they value at the surgery.
Please consider joining our Patient Participation Group (PPG) to help us build on the good things we do.
COMPLAINTS
If a patient would like to make a complaint about the level of service, this can be done by meeting with, telephoning or writing to the Practice Manager/Administrator. In most circumstances patients should expect to receive a full response within 10 days of our receipt, unless the matter requires further investigation, in which case we undertake to keep our patient updated of progress.
Where patients feel that their complaint has not been resolved satisfactorily they may contact the Parliamentary and Health Service Ombudsman. (View our Complaint Leaflet)
SUGGESTIONS
We try to provide the best service possible and always welcome constructive comments about any aspect of our service.
If patients have suggestions on how we can improve or introduce new services we would appreciate their suggestions and feedback. We also ask that they consider joining our Patient Participation Group (PPG) to help us improve the areas we are weak, build on the areas we are good and help benefit other patients at the practice.
Walk-in wednesdays
We offer an open invitation every Wednesday between 10am and 11am for any patients that wish to meet with us to discuss any of the services at the practice. There is no appointment necessary, just come to reception and let them know you are here for "Walk-in Wednesday".
If the above time is not convenient, please ask to make appointment or leave a note in the comment/suggestion box.
Did Not Attend (DNA) PolicyAs a GP surgery, we are here to help our patients and try to provide an appointment system that reduces the amount of time taken to see a doctor or nurse. In the majority of cases our patients arrive for their appointments early and are seen with less than a 15 minute wait. However, a number of appointments per month are classed as ‘Did Not Attend’ (DNA), i.e. the patient does not turn up for the appointment and does not contact the surgery in advance to cancel/change appointment, or they arrive too late for their appointment. The effect of these are:
In order to minimise the occurrence of these DNA appointments we have implemented the following policy. When a patient fails to attend a pre-booked appointment on one occasion in the last 12 months, an informal warning letter will be sent to the patient, advising that they have missed an appointment and informing them of the importance of cancelling appointments if not needed. If a patient fails to attend a pre-booked appointment on more than one occasion in the last 12 months, an informal warning letter will be sent to the patient, advising them that a further occurrence could risk removal from the Practice. If the patient fails to attend another appointment, the matter will be discussed with senior management at the Practice and a majority agreement will be reached as to whether the patient will be removed from the Practice list. In which case a formal warning letter will be issued. Warning letters are valid for a period of 12 months. Removal based on warnings greater than 12 months old will be invalid in this case a further formal warning and period of grace will be required. The majority of our patients arrive early for their appointments, if you do not require your appointment, please let us know so that it can be given to someone else. Please note that you should give at least one day notice for a cancellation so that another patient can be offered it. Faccini House Surgery is
committed to providing you with a safe, clean and welcoming environment
where your privacy and dignity are respected at all times. We understand
that there may be times when you would like a chaperone to be present
during an examination or procedure. You are entitled to have a
chaperone present during your examination or procedure and can make a
request for a chaperone to be present, our clinicians may also offer for
a chaperone to be present. Our Emergency clinicians and
Practice Nurses are able to provide you with a formal chaperone
presence. You may wish to have a relative or friend present during your
examination or procedure for support. We hope you will not be offended
but we may recommend that a clinician is also present in their role as a
formal chaperone. Where possible we will provide a
formal chaperone during your appointment. There maybe times when this is
not possible and it maybe necessary to reschedule your appointment.
If you would like to register at
the practice, you must reside within the catchment area of the practice
which is roughly a 1 mile radius from the practice.
You will be required to confirm the
residential address and provide a form of photo identification, these
are not necessary for registration, but will be checked as soon after
registration as possible.
It would be advisable to submit a
copy of these documents with registration to make the application
simpler.
To register at the practice, please
complete the registration form and post to the practice with
accompanying documentation.
Download
Registration Application. |